Application Support Associate

2 days ago


Mumbai, Maharashtra, India Ares Management Corporation Full time

Join Ares Management Corporation as an experienced IT professional to provide exceptional support services for our Investment and Shared Services applications.

Job Overview

We are seeking a highly motivated and detail-oriented individual to fill the role of Application Support Associate. As a member of our Technology team, you will be responsible for delivering top-notch technical assistance and problem-solving skills to ensure seamless operations of our business-critical applications.

Responsibilities
  • Act as a liaison between business users and the Technology team, fostering effective communication and collaboration.
  • Provide L1 functional and technical support for Investment and Shared Services applications, leveraging your expertise in ITSM tools like ServiceNow.
  • Offer rotational follow-the-sun support coverage for APAC, London, and Los Angeles users, ensuring timely resolution of issues.
  • Participate in after-hours rotational on-call support, including weekends and firm holidays, demonstrating your commitment to excellence.
  • Exhibit a strong sense of ownership and urgency in handling support incidents, requests, and follow-ups with clients until a satisfactory resolution is achieved.
  • Apply ITIL processes to manage quality incidents, request tickets, and use JIRA for assigned APS projects, showcasing your ability to work efficiently.
  • Demonstrate your willingness to document support workflows, ensuring knowledge sharing and process improvement.
  • Collaborate effectively with Business Users, Application Owners, and other IT teams, promoting teamwork and synergy.
  • Utilize Critical Incident and Problem management processes to identify root causes and implement strategic solutions.
  • Cultivate a clear understanding of monitoring solutions for business-critical applications, ensuring proactive issue detection and resolution.
  • Manage and deliver assigned projects related to production stability, software EOL, and associated application maintenance, exercising your project management skills.
  • Stay up-to-date with ITIL processes such as IT Operations, Release, Change, and Access management, expanding your technical expertise.
  • Communicate user notifications related to production incidents and application maintenance, providing transparent updates to stakeholders.
Requirements
  • Possess a Bachelor's degree in Computer Science or equivalent experience in technical training and professional work experience.
  • Bring 4-6 years of relevant experience in User Access management, user provisioning, Active Directory, PowerShell, SQL, and ticketing queue systems.
Compensation and Benefits

We offer a competitive salary range of $120,000 - $160,000 per annum, depending on qualifications and experience. Additionally, you will enjoy a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings plan, paid time off, and opportunities for professional growth and development.



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